The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 16, 2014
Filed:
Jan. 11, 2012
Jason Lowry, Salt Lake City, UT (US);
Matthew Lawrence Page, Sandy, UT (US);
Taylor Henry White, Holladay, UT (US);
Nicholas Bauer Ramond, Draper, UT (US);
Brian Douglas Minert, Orem, UT (US);
Jason Lowry, Salt Lake City, UT (US);
Matthew Lawrence Page, Sandy, UT (US);
Taylor Henry White, Holladay, UT (US);
Nicholas Bauer Ramond, Draper, UT (US);
Brian Douglas Minert, Orem, UT (US);
inContact, Inc., Midvale, UT (US);
Abstract
Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.